People write negative comments all the time, and you have to
remember to keep your cool and breathe. There have been many situations where a
negative comment has made about a business, their representative acted out of
emotion, and made the situation a whole lot worse. It is key to recognize that
acting out of emotion is only going to detract customers. However, acting out
of emotion is not the only thing that should be expressed on, but also that of
deleting messages as well. Ignoring a negative message is one thing as
mentioned in previous blogs, but deleting negative messages or comments is
another story. When you delete a message you are ignoring the problem, and you
are showing that you do not care about your business, nor your customers. Take
the time and effort to explore the negative comment that was made, and try to
correct the issue. Not every customer is going to be satisfied, and not ever
issue that he/she has is going to be solved, but make the effort and show the
consideration. Asking the customer to take the conversation offline and dealing
with the issue in a private message would be ideal. What happens if you already
deleted the message/comment before dealing with the issue? Well this is not an
ideal situation, but you could go back and ask the customer to take the issue
offline to see if there is any reparation that can be made. If the situation is
beyond repair, wait a couple of days, usually customers forget about the issue
within three days, and it would be safe to remove any negative comments made
from that specific person. A Harassing issue may occur if the customer does not
intend to leave the situation alone, and you must remember that situations like
these will occur. The best way to deal with these type of customers is to block
them, you already did what you could and the problem could not be resolved. Centel Media™ is a great online reputation management that helps with your image
online. Centel Media™ pushes the negative comments out so that positive comments
and remarks are seen more often. Your online reputation is important, do not
fall to situations that could be dealt the right way instead of ignoring them.
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